Jeopardy 1

C

1

__________ status of transaction means payment is being processed.

Pending

2

Customers may still process payments on the app while their account is in investigated party status.

False

3

In Salesforce, what does the green flag stand for?

Temporary Care Flag

4

For any transactions made using Apple pay, customers can use their ________ card details via the card hub.

Normal

5

If FPS is not held due to sanction or fraud, payment should be processed within how many hours?

2 hours (Missing Payment (non-card) HTG)

H

1

If the customer is expressing dissatisfaction, and there has been a material impact or a financial loss, we will log a ________.

Complaint

2

_________ is when you give permission to a company for them to take money from your bank account on an agreed date.

Direct Debit

3

True or False: Customers will be able to enrol in the cashback campaign during the first month of onboarding on to Dynamo.

FALSE – First Year

4

What case sub type do we use for filing a complaint or complaint feedback

Feedback & Exceptions

5

In case of collection processing failure of the Direct Debit at 7:00 AM, customer will be notified of insufficient funds and a second attempt to process the collection will be made at _______.

2PM

A

1

In sales force what does the blue flag stand for?

Permanent care flag

2

Please explain the meaning of the acronyms B.I.M.?

Business Incident Management

3

Is it possible to schedule future dated payments and standing orders from a chase saver account?

Yes

4

Under what act does care flag falls?

Data Protection Act 2018 (Health Exemption 19)

5

Please explain the meaning of the acronyms DSD?

Dynamo Service Desk

S

1

True or False: The cashback is accrued in the customer's Rewards balance and there is no limit on how much cashback can be earned.

True.

2

If the customer enquiry is related to obtaining TFL refunds, help the customer to locate the 15-digit card number and other card details related to the Chase card used for that transaction, so that the customer can approach TFL for a refund with these details. True or False

False ( It should be 16- digit card number )

3

If the customer is enquiring to make a payment while they are in the investigated status, chat should be transferred to Banking Operations. True or False

False

4

Provide at least 3 examples of non-eligible spend for cashback.

Non-eligible spend includes any fees, interest charges, gambling related, prepaid cards, gift cards, cryptocurrency, travelers checks, money orders, payments to a financial institution, loan payments, peer to peer money transfers, business spend, manufactured spend, foreign currency, and any cash equivalent transactions.

5

If the customer has reached the threshold of two dispute cases within six months or three dispute cases within eighteen months then this will activate the multiple claims trigger. If this happens this will be an escalation to ________.

Fraud

E

1

Can a customer have a Chase saver account without having a current account?

No. You need to have a current account in order to have a Chase saver account.

2

_______ is any loss caused as a direct result of our actions.

Financial Loss

3

True or False, The customer can re-instate a cancelled Direct Debit.

FALSE, they need to request this through the contact centre and it will be performed by BOPS

4

Is it possible to point a card to a chase saver account?

No

5

If complaint was raised by TP, how do we fill out the subject case?

Issue of Complaint – TP